Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
Quarter 1 2024-25 Complaints Data
13th Nov 2024
Overview
Quarter 1 data released today by the Telecommunications Industry Ombudsman (TIO) has revealed that a third of complaints made by telco consumers to the TIO came back unresolved (from their telco) between July and September of 2024.
Report highlights
Data capture in the first quarter of the year revealed the Australian community lodged a total of 13,541 complaints about their phone and internet services between July and September of 2024.
This figure constitutes a 4.6 per cent increase on complaints in the same period last year, or a total of 599 additional complaints.
More than half the complaints made by customers related to no or delayed action from a telco (8,063 cases), followed by complaints about service and equipment fees (4,705 cases), and complaints about no phone or internet service (1,443 cases).
Complaints raised in relation to failure to cancel a service, whereby a customer asserts that a telco hasn’t terminated an agreement as agreed, jumped up by 7 percent from 1,052 complaints last quarter, to 1,126 in this reporting period.
Complaint issues and keywords
Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.
Help with data navigation
To view more data in detail or to view specific data, click on the 'Select Filters' button 
on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.
To open a report visual in focus mode, hover over the visual and select the Focus mode icon 
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Questions?
For more information, email mediaenquiries@tio.com.au